About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you're ready to begin your best journey and help build travel for the world, join us.
Our Purpose - Bridging the World Through Travel
We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.
At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.
Get to Know Our Team
Agoda's Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 16 languages. No matter the issue, we present the best of Agoda's values to each and every customer with multiple support channels and a strong desire to serve.
Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer's experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda's business performance.
Our Customer Support
Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.
The Opportunity
As a Support Associate in Bangkok, supporting Vietnamese and English queries, you will:
Build strong problem-solving and communication skills that open doors to many future roles
Support customers and partners from multiple countries and cultures, gaining truly global experience
Join a data-driven, fast-learning team that experiments, improves, and shares feedback openly
In This Role, You Will
Deliver outstanding service to guests and partners via phone, email, and chat
Handle a high volume of inquiries and deliver accurate, timely resolutions
Take end-to-end ownership of booking issues (e.g. changes, cancellations, payments, and other customer queries)
Work towards achieving individual and team KPIs (e.g. quality, productivity, customer satisfaction, etc.)
Develop expertise across multiple Agoda product lines (e.g., Accommodation, Flights, Activities), with training to support different customer segments and services over time
Apply Agoda policies and procedures in a fair and consistent way
Collaborate with Team Leaders, Managers, and other teams to resolve complex or unusual cases
Safeguard customer data and maintain strict confidentiality at all times
Work rotational shifts (including mornings, evenings, and nights) to support a 24/7 global operation
You may be required to work on public holidays
Enjoy Agoda's Hybrid work model, i.e. primarily work-from-home, with on-site collaboration days roughly 1 week out of every 8 weeks
Core Skills And Competencies
Strong customer focus and a genuine desire to help others
Excellent spoken and written Vietnamese and English skills
Ability to stay calm, accurate, and professional under pressure
Good problem-solving skills, using guidelines and data to make decisions effectively
Flexibility to adapt to new tools, processes, and feedback
Ability to manage time and priorities in a fast-paced, high-volume environment
Reliability, integrity, and a positive, collaborative attitude
Nice to Have
Prior working experience in customer support, contact center, or service roles
Experience in travel, e-commerce, hospitality, or BPO is a plus
Experience working with international customers or partners
Familiarity with contact center, CRM, or ticketing systems
Additional language skills beyond the core required languages for the role if any
What you'll Need to Succeed:
MUST have good command of spoken and written ENGLISH language and be a Native Vietnamese
English proficiency result e.g. at least 650 TOIEC or 6.0 IELTS test
Immaculate telephone manners and communication skills
Excellent listening skills, critical-thinker with attention to detail
Minimum typing speed of 35 words per minute
Willing to work on rotating shifts including weekends and public holidays
Ability to work in both a team environment and autonomously
Demonstrate high degree of integrity and confidentiality
Bachelor or equivalent degree and at least 2 years of working experience in the related field would be required for the work permit and visa
Why Agoda
Competitive compensation with performance-based incentives
Annual discretionary performance bonus
Health insurance and other locally competitive benefits
Agoda travel discounts and special rates on accommodation and related products
Work from anywhere for up to 30 days per year
Structured training, coaching, and clear performance metrics
Opportunities to grow your career within the Customer Experience Group or across Agoda
An inclusive, international work environment where your ideas and feedback are valued
You can read more about our hiring process in below article:
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Learn more about the team:
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This opportunity is open to both local and international candidates. Full visa sponsorship and relocation assistance will be provided.
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Please review our Hiring Process Guidelines before your interview - click here to learn how interviewing at Agoda works.
Discover More About Working At Agoda
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Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications.
We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
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